customer relationship management
Posted by Sheila Shayon on October 22, 2013 01:52 PM
According to the latest research from Accenture, there is a potential $1.3 trillion of revenue at play in the US market represented by the "switching economy" as companies have failed to meaningfully improve customer service.
The findings, released in the ninth annual Accenture Global Consumer Pulse Survey, show that 51 percent of US consumers switched service providers in the past year because of poor customer service, up five percent from 2012. Switching was highest among the retail industry, cable and satellite providers and retail banks according to the 12,867 customers in 32 countries that were surveyed.
So while companies are investing in more way to collect consumer data to better understand buying and usage habits, it seems that companies aren't translating the numbers into consumer-facing actions. “To win requires an aggressive approach that goes beyond implementing technology to creating genuinely engaging customer experiences that today’s nonstop customers are seeking but obviously not finding with their current providers," said Robert Wollan, global managing director, Accenture Sales & Customer Services in a press release.Continue reading...
Posted by Dale Buss on July 31, 2013 09:20 AM
Tata is ranked No. 1 in Interbrand's Best Indian Brands 2013 report.
Yahoo and NBC team up to develop cross-platform sports shows.
Facebook plans to sell TV-style ads for $2.5 million each, as it moves into mobile games publishing.
Ford and Toby Keith ride again, as automaker announces plans to offer F-150 that rides on natural gas.
ABC leads rival networks in summer ratings.
Accenture is in talks about acquiring Booz & Co.
Air Products & Chemicals sees activist investor Bill Ackman take nearly a 10 percent stake in company.
BP fund for Gulf spill is running out.
Candia, a French milk brand, plans to set up shop in China to take advantage of consumer concerns.
CBS continues to court boomers.
Coach shuffles management after weak results.Continue reading...
Posted by Sheila Shayon on July 19, 2013 03:17 PM
The brand-consumer landscape is strewn with broken promises—a bumpy road that leads to customer dissatisfaction and ultimately brand defection, according to a recent Broken Promises Survey by Accenture.
A substantial and growing number of consumers have experienced multiple broken promises from companies, 40 percent at least once and 62 percent multiple times.
“Our research found that the broken promises most commonly cited by consumers are: no hidden fees or costs; on-time delivery; and ensuring that there are no service interruptions or problems,” Dawn Palmer, managing director in Accenture’s Sales & Customer Services practice told brandchannel. “Also, when we asked consumers why they felt the promises were broken, the biggest reasons they cited are that they had to repeat their issue multiple times to different customer service representatives and that they dealt with a customer service representative who was lacking in knowledge. These frustrations ranked high across most industries.”Continue reading...
Posted by Sheila Shayon on April 16, 2013 03:53 PM
As brand loyalty continues to slide for the third consecutive year, Deloitte's annual American Pantry Study shows close to nine in 10 consumers are choosing private-label or store brands over national brands.
"Every manufacturer has been affected by this," said Pat Conroy, vice chairman and U.S. Consumer Producers Leader at Deloitte. "None of the manufacturers had as many must-have brands as they thought they did. The playing field has fundamentally changed. It will not go back to the way it was right before the recession…Manufacturers must find a way to differentiate the product and find a better way to get the product into the consumer's pantry."
As for consumers, an air of remorse hangs over their heads from a past filled with careless spending habits, which was exacerbated by the recession. “They tried various lower cost options and the vast majority of them found there was little noticeable difference in quality. This was an epiphany for the consumer," adds Conroy.Continue reading...
Posted by Reneé Alexander on March 28, 2013 12:02 PM
Winning takes care of everything. Or so says Nike.
The sporting goods giant posted a quickly contentious image on its Nike Golf Facebook and Twitter accounts this week in the wake of Tiger Woods’ record-tying eighth victory at the Arnold Palmer Invitational showing the newly-(re)crowned world No. 1-ranked golfer sizing up a putt. The slogan, “Winning takes care of everything,” a favorite saying of Woods since 2009, is front and center. At the bottom, of course, is Nike’s famous swoosh—alongside the word, “Victory.”
Nike says the statement references Woods’ perseverance to return to the top of his sport and is a salute to his athletic performance. But everything? Please. Sports fans weren’t the only ones who devoured every titillating detail of Woods’ personal life when it was exposed following his late 2009 admission of multiple extra-marital affairs.Continue reading...
Posted by Mark J. Miller on February 18, 2013 12:44 PM
Across the globe, people everywhere are pulling out their cell phones and tablets and e-readers—in buses and trains, in hallways and doorways, on beaches and ski lifts, in bedrooms and in bathrooms. Everywhere, the world is turning to look at mobile devices. Those devices may be getting all the attention out in the world, but the mobile world is much deeper than that, of course, and will have many ramifications for how the world lives.
The mobile world will be taking a close look at itself when the annual Mobile World Congress opens in Barcelona on Feb. 25th. To kick things off, the mobile world’s major association, the GSMA, will showcase how it expects mobile will change in the future by building a “Connected City” that expands on last year's connected house exhibit by featuring everything from a town hall, department store, and apartment to an electrical store, hotel, cafe and lounge, and a car showroom, among other things. With each location, different brands and innovations will be featured.
At MWC's fully connected city street, AT&T will showcase how people can manage their energy consumption and home security. Deutsche Telekom and IBM will show off how their using mobile help create better public transportation as well as energy, security and water management. Aston Martin will show off a bike that features embedded sensors that communicate with an on-board computer to help athletes get a slew of data on how they are performing.Continue reading...
Posted by Sheila Shayon on January 25, 2013 09:55 AM
Digital messaging will rise in 2013 and owners of prime real-estate (out-of-home landlords) are increasingly venturing into the landscape for marketing and revenue.
According to a new report from Accenture, “Despite the global economic downturn, significant infrastructure projects are still being planned or built, and interestingly, the money realized from selling advertising space at airports, train stations and other transport hubs will supplement the finances needed to deliver the upcoming large-scale projects.”
Opportunities for owners of public and private facilities, struggling to offset rising costs, such as airports and on-road transit systems abound. Recent US transit examples include: Cleveland renamed the new Bus Rapid Transit system the “HealthLine” promoting the Cleveland clinic and University Hospitals; the Chicago Transit Authority is in the process of selling naming rights of 11 train stations to advertisers; and the New York MTA is considering selling advertising space on the front of the subway MetroCard.
Kerry Bianchi, Managing Director, Global Lead for Media Management, Accenture Interactive, spoke with brandchannel about the biggest obstacles to digital out of home advertising in 2013.Continue reading...
Posted by Sheila Shayon on December 19, 2012 12:01 PM
As the holidays are fast upon us, the brightest creative-commerce minds are devising promotions, deals and give-aways to snare the 2012 shopper wherever and whenever he or she may be.
The U.S. National Retail Foundation estimates that Holiday 2012 shoppers will spend $750 per family (up less than 1% from last year), with shopping smarter particularly important for higher-priced tech items that one-third of the population is focused on as lead gifts.
New research from Accenture shows a shift in consumer purchasing behavior and use of shopping channels, specifically online, regarding personalization vs. privacy, digital vs. in-store shopping and the rise of “showrooming.”Continue reading...